If only it was as easy as the vendors say:

• Technology vendors have been parading their array of silver bullets for many years
• ‘Workflow software’, then ‘CRM solutions’, ‘quality management products’. ‘Speech recognition’ and ‘Skill based routing’ are among those touted as the ‘best things since sliced bread’
• Time and again companies have been disappointed with the results they have obtained

So why don’t these apparent ‘silver bullets’ work? Find out more.

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What You'll Learn

• What is needed to unlock the theoretical benefits of these solutions?
• Common characteristics isolate four key drivers of failure
• Using a broader business framework to help organisations get effective value
  from their technologies

Whitepaper at a Glance

• The major bank who reimplemented their CRM application three times across their branch and call centre network before they got the levels of lead generation they wanted.
• The financial services company that locked in the expected benefits of call recording and CTI routing technologies only to find that expected benefits didn’t result and that the contact centre was undermanned.
• The company who found that workflow software delivered only minor benefits without major process and behavioural change programs.
  
• The Telco whose new speech recognition and intelligent routing systems reported it’s own routing success but failed to measure the cost in additional transfers and on the end to end experience of the customer.

In this White Paper, we'll show there are companies who have managed to get benefits from some of these technologies ‘after the fact’ by looking at their business in a more holistic way both for the organisation and customer. The results from those who applied a holistic solution are in stark contrast to the growing list of technology driven failures that litter the corporate world.